Specialty Testing Billing Customer Service Support Representative II- Remote

Technical Customer Care Representative I (Entry-Level)

MCI Careers · Slaton, TX

LOCATION Remote Work-at-Home POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. This position is a technical support role, troubleshooting VoIP Phones, Data Gateways, and High-Definition (HD) Video service disruptions. A strong customer service background is necessary to provide world-classcustomer experience. You will interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. - POSITION RESPONSIBILITIES Key Responsibilities: • Handle inbound and outbound contacts in a courteous, timely, and professional manner • Knowledgeable regarding Internet Service Provider services. Do you know what it means to "Pair a Remote"? • Trouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling • Ownership of resolving the customers reason for contacting Tech Support • Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed • Comfortable using a Knowledge Base system in conjunction with your call handling • Accurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy) • Utilize knowledge base and training to effectively trouble shoot a customer's situation as it relates to Data, Video, and VoIP Phone system • Accurately document customer interaction while following all required policies and procedures. • A strong desire to provide world class customer service every time you are interacting with our customers • Comply with requirements surrounding confidential information and personal information • Self-starter who stays up to date on ad hoc training activities • Adhere to all attendance and work schedule requirements CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge, you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated with a passion to provide superior customer interactions. Qualifications • Must be 18 years of age • High school diploma or equivalent • Understand the basics of VoIP Phone systems, internet gateways, and HD video. • The ability to evaluate, troubleshoot, and follow-up on customer issues • Excellent organizational, written, and oral communication skills • The ability to type swiftly and accurately (30+ words a minute) • Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) • Understanding Windows operating system • Highly reliable with the ability to maintain regular attendance and punctuality • An aptitude for conflict resolution, problem-solving, and negotiation • Must be customer service oriented (empathetic, responsive, patient, and conscientious) • Ability to multi-task, stay focused, and self-manage utilizing multiple tools to address the customer's questions • Strong team orientation and customer focus • The ability to thrive in a fast-paced environment where change is constant • Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred (Not Required) • One (1) year of experience in customer service or Tier II, technical support • CompTIA IT certification ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. This position is a technical support role, troubleshooting VoIP Phones, Data Gateways, and High-Definition (HD) Video service disruptions. A strong customer service background is necessary to provide world-class customer experience. You will interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. - POSITION RESPONSIBILITIES Key Responsibilities: • Handle inbound and outbound contacts in a courteous, timely, and professional manner • Knowledgeable regarding Internet Service Provider services. Do you know what it means to "Pair a Remote"? • Trouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling • Ownership of resolving the customers reason for contacting Tech Support • Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed • Comfortable using a Knowledge Base system in conjunction with your call handling • Accurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy) • Utilize knowledge base and training to effectively trouble shoot a customer's situation as it relates to Data, Video, and VoIP Phone system • Accurately document customer interaction while following all required policies and procedures. • A strong desire to provide world class customer service every time you are interacting with our customers • Comply with requirements surrounding confidential information and personal information • Self-starter who stays up to date on ad hoc training activities • Adhere to all attendance and work schedule requirements CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge, you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated with a passion to provide superior customer interactions. Qualifications • Must be 18 years of age • High school diploma or equivalent • Understand the basics of VoIP Phone systems, internet gateways, and HD video. • The ability to evaluate, troubleshoot, and follow-up on customer issues • Excellent organizational, written, and oral communication skills • The ability to type swiftly and accurately (30+ words a minute) • Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) • Understanding Windows operating system • Highly reliable with the ability to maintain regular attendance and punctuality • An aptitude for conflict resolution, problem-solving, and negotiation • Must be customer service oriented (empathetic, responsive, patient, and conscientious) • Ability to multi-task, stay focused, and self-manage utilizing multiple tools to address the customer's questions • Strong team orientation and customer focus • The ability to thrive in a fast-paced environment where change is constant • Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred (Not Required) • One (1) year of experience in customer service or Tier II, technical support • CompTIA IT certification CONDITIONS OF EMPLOYMENT All MCI Locations • Must be authorized to work in the country where the job is based. Subject to the program and location of the position • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. • Must be willing to submit to drug screening. Job offers are contingent on drug screening results. COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: • Paid Time Off: Earn PTO and paid holidays to take the time you need. • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. • Retirement Savings: Secure your future with retirement savings programs, where available. • Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges. • Life Insurance: Access life insurance options to safeguard your loved ones. • Supplemental Insurance: Accident and critical illness insurance • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. • Paid Training: Learn new skills while earning a paycheck. • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. • Casual Dress Code: Be comfortable while you work. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! PHYSICAL REQUIREMENTS This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. DIVERSITY AND EQUALITY At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. PHYSICAL REQUIREMENTS This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

ICAM Service Desk Lead (REMOTE)

Koniag Government Services · Slaton, TX

Koniag IT Systems, LLC, a Koniag Government Services company , is seeking an ICAM Service Desk Lead with a Secret Security clearance to support KITS and our government customer. The position is remote. We offer competitive compensation and an extraordinary benefits packageincluding health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an experienced ICAM Service Desk Lead to join a team supportingIdentity, Credential, and Access Management (ICAM) solutions for the customer. The ideal candidate is a technically proficient and operationally experienced leader with a strong background in managing multi-tiered IT support operations, deep knowledge of enterprise ICAM platforms, and a demonstratedability to drive service excellence in a federal government environment. This individual will serve as the primary leader of the ICAM service desk function, overseeing Tier 2/3 support operations, managing team performance, and ensuring the delivery of high-quality, SLA-driven support for ICAM services operating on NIPRNet. The ICAM Service Desk Lead will serve as the primary operational and technical leader for the ICAM service desk, overseeing the delivery of Tier 2 and Tier 3 advanced technical support for ICAM services, managing a team of support analysts, and ensuring that all support activities are performed in accordance with established SLAs, policies, and government requirements. This individual will coordinate closely with networking and cyber teams, the Service Desk, ICAM platform engineers, program managers, and Tier 4 technology vendors such as Okta and SailPoint to ensure seamless, end-to-end support delivery across the ICAM support ecosystem. The ICAM Service Desk Lead will also own the strategic management of the ICAM service catalog, knowledge base, and SLA performance program, driving continuous improvement and operational excellence across all support functions. Principal responsibilities will include but are not limited to: • Serve as the primary leader and point of accountability for ICAM Tier 2/3 service desk operations, overseeing day-to-day support activities, team performance, and the quality and timeliness of incident and service request resolution. • Lead, manage, and develop a team of ICAM Service Desk Tier 2/3 Analysts, providing day-to-day direction, technical guidance, performance feedback, and professional development opportunities to support team growth and operational effectiveness. • Establish, manage, and enforce Service Level Agreements (SLAs) for all tiers of ICAM support, including defined targets for Mean Time to Acknowledge (MTTA) and Mean Time to Repair (MTTR) aligned with government objectives, ensuring consistent achievement of or exceeding SLA commitments. • Serve as the primary escalation point for complex, high-priority, or high-impact ICAM incidents and service requests, providing expert technical guidance and driving rapid resolution in coordination with ICAM engineering teams, networking and cyber teams, and Tier 4 vendors. • Oversee and manage Tier 4 vendor escalations with Okta, SailPoint, and other ICAM technology vendors, ensuring timely vendor engagement, clear communication of issue severity and impact, and effective tracking of resolution progress. • Lead the integration of the ICAM service desk with the Service Desk for Tier 1 coordination, ensuring that appropriate resolver group assignments, access provisioning, and escalation procedures are established, documented, and maintained. • Own the strategic management, maintenance, and continuous expansion of the ICAM support knowledge base, overseeing the development and quality assurance of knowledge articles, troubleshooting guides, FAQs, and self-service resources to enable efficient issue resolution for users, application owners, and Tier 1 support personnel. • Own the maintenance and continuous improvement of the ICAM service and capability catalog, ensuring accurate and up-to-date documentation of all available ICAM services, including service descriptions, SLAs, request procedures, and planned capabilities. • Develop, implement, and continuously improve standard operating procedures (SOPs), runbooks, escalation procedures, and support playbooks to ensure consistent, high-quality, and efficient support delivery across all ICAM support tiers. • Establish and manage a robust SLA performance monitoring and reporting program, tracking MTTA, MTTR, incident volumes, resolution rates, customer satisfaction, and other key performance indicators (KPIs), and delivering regular performance reports and dashboards to program leadership and government stakeholders. • Lead root cause analysis and problem management activities for recurring, high-impact, or systemic ICAM incidents, coordinating with engineering teams to implement permanent fixes, preventive measures, and knowledge base updates. • Collaborate with ICAM platform engineers, architects, and security teams to ensure the service desk team maintains current technical knowledge of ICAM platforms, planned changes, and emerging support requirements. • Oversee change management participation for the service desk function, ensuring that proposed changes to ICAM systems are reviewed for support impact, that the team is prepared for change-related support demands, and that relevant knowledge base content is updated accordingly. • Develop and deliver regular operational briefings, status reports, and performance presentations to program leadership and government customers, providing transparent visibility into support operations, trends, and improvement initiatives. • Lead the development and delivery of technical training and onboarding programs for new service desk team members, ensuring consistent technical proficiency and service quality across the team. • Drive continuous improvement initiatives across ICAM support operations, identifying and implementing opportunities to enhance efficiency, automate repetitive tasks, improve user experience, and reduce incident volumes through proactive problem management and self-service enablement. • Support incident response activities related to ICAM systems, coordinating service desk contributions to the investigation, containment, and remediation of identity-related security events. • Participate in program governance activities, including contributing to program reviews, risk management discussions, and strategic planning sessions as the representative of the ICAM service desk function. Education and Experience: Required: • Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Business Administration, or a related field from an accredited college or university; equivalent work experience may be considered in lieu of a degree. • 6+ years of experience in IT service management, technical support, or IT operations, with at least 3 years of experience in a team lead, supervisor, or manager role within a multi-tiered IT support organization. • 3+ years of experience supporting or administering enterprise identity and access management systems, with hands-on familiarity with Okta and/or SailPoint platforms. • Demonstrated experience managing SLA-driven support operations in a federal government or Department of Defense (DoD) IT environment. Required Skills and Competencies: • Exceptional communication and leadership skills in English - both written and oral - with the ability to effectively communicate operational status, technical issues, and strategic recommendations to team members, technical peers, program managers, and senior government stakeholders. • Demonstrated experience leading and managing a technical support team, including performance management, workload prioritization, professional development, and team cohesion in a fast-paced operational environment. • Strong working knowledge of Okta platform capabilities and common support scenarios, including SSO, MFA, Lifecycle Management, Universal Directory, application integrations, and Okta Workflows. • Strong working knowledge of SailPoint platform capabilities and common support scenarios, including identity lifecycle management, provisioning and deprovisioning workflows, access certifications, connector management, and role governance. • Deep understanding of multi-tiered IT support models, including experience coordinating across Tier 1, Tier 2, Tier 3, and Tier 4 support functions and managing escalation workflows and resolver group assignments. • Demonstrated experience establishing, managing, and reporting on SLAs, including MTTA, MTTR, and other service performance metrics, in alignment with government and customer requirements. • Experience managing IT Service Management (ITSM) processes, including incident management, problem management, change management, knowledge management, and service catalog management, using platforms such as ServiceNow, Remedy, or equivalent tools. • Strong experience developing and maintaining knowledge base content, SOPs, runbooks, and support playbooks for enterprise IT or ICAM support operations. • Experience managing and maintaining IT service and capability catalogs, including documenting service descriptions, SLA commitments, and request procedures. • Proven ability to lead root cause analysis and problem management activities, driving systemic issue resolution and continuous improvement across support operations. • Experience managing vendor escalations and coordinating with external technology vendors for Tier 4 support resolution. • Strong analytical and reporting skills, with experience developing and presenting support performance dashboards, trend analyses, and operational briefings to leadership and government stakeholders. • Knowledge of identity federation protocols and standards, including SAML 2.0, OAuth 2.0, OIDC, and LDAP, and the ability to provide technical guidance on protocol-level integration issues. • Familiarity with federal ICAM frameworks and identity management standards, including FICAM, NIST SP 800-63, and Zero Trust Architecture principles. Clearance Requirement: • Active Secret Clearance Desired Skills and Competencies: • Experience leading ICAM service desk or IT support operations in a Department of the Air Force (DAF), Department of Defense (DoD), or other federal agency environment. • Experience managing NIPRNet support operations and familiarity with DoD network security requirements, constraints, and operational procedures. • ITIL 4 Foundation certification or higher, with demonstrated application of ITIL service management principles to IT support operations. • Okta Certified Administrator, Okta Certified Professional, or equivalent Okta certification. • SailPoint Certified Administrator or equivalent SailPoint certification. • Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) certification. • Experience developing and managing continuous improvement programs for IT support operations, including the use of lean, Six Sigma, or equivalent process improvement methodologies. • Knowledge of Zero Trust Architecture principles and their operational implications for ICAM service desk support. • Familiarity with federal ICAM mandates, DoD identity management policies, and relevant OMB directives governing identity and access management in the federal government. • Experience supporting PIV/CAC-based authentication and smart card management in a DoD or federal environment. • CompTIA Security+ or equivalent DoD 8570/8140 compliant cybersecurity certification. • Experience with security monitoring and SIEM platforms and their application to proactive ICAM platform health management and incident detection. • Familiarity with cloud-hosted ICAM platform operations, including FedRAMP-authorized deployments on AWS GovCloud or Azure Government. • Experience with automation and AI-driven support tools, including the use of chatbots, virtual agents, and intelligent knowledge management systems to enhance self-service capabilities and reduce incident volumes. • Knowledge of emerging identity standards and technologies relevant to federal ICAM programs, including Continuous Access Evaluation Protocol (CAEP) and Shared Signals Framework (SSF). Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com . Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352 Job Details Job Family Client Techncial Support and Training Job Function Technical IT Support Specialist Pay Type Salary

Become a part of our caring community The Community Health Worker (CHW) 1 serves as a liaison between health and social services and the community, identifying health-related issues, collecting data, and discussing concerns with the people served. In this role, you will address members housing concerns and connect them with community resources. This will include helping with completion of applications, identifying housing vacancies, adding members to wait lists. Additionally, you will help members with understanding and utilizing their housing benefits in partnership with the community and including policies related to the Medicaid population. This is a field role and you will need to travel up to 25% to member homes and facilities. You will report to a Manager of Care Management. The Community Health Worker (CHW) 1 serves as a key member of our care teams, applying a hands-on approach to member engagement. The CHW 1 supports case management functions. It addresses social determinants of health (SDOH) needs, improves self-management of chronic conditions, navigates the healthcare system, and promotes prevention and health education tailored to the needs of the communities we serve. You will leverage your knowledge of the community and shared life experiences to close gaps in care. • Conduct in-person assessments to understand member care needs, preferences, socioeconomic barriers, and evaluate the home environment. • Assist members in navigating healthcare and social service systems, coordinating access to basic needs with a focus on housing (e.g., housing, food, income, and transportation). • Identify and address barriers to housing, ensuring members can attend their appointments. • Provide social support to boost members' morale and sense of self-worth, serving as a trustworthy, reliable, non-judgmental, consistent, and accepting team member. • Support member independence through appropriate education and coaching. • Conduct research and in-person outreach to locate difficult-to-contact members to increase assessment completion and participation in clinical programs. • Build and maintain relationships with providers and community resources to support member referrals and implement community assessments to identify resource gaps. • Regularly travel to conduct member visits and community-based visits as needed to ensure effective program administration. • Work collaboratively with other associates as a member of the care support team. Use your skills to make an impact Required Qualifications • Must reside in the state of South Carolina • Able to travel up to 25% • Minimum two (2) years of experience with community resources, health agencies, or social services (e.g., Area Agency on Aging, DME providers, Meals on Wheels) • Proficiency in Microsoft Office such as (Teams, Excel, PowerPoint, Outlook, Word) • Build rapport with members and community partners • Respect for cultural and demographic diversity • Strong written & verbal communication skills and advocacy for members at all care levels • Must have a separate room with a locked door that can be used as a home office to ensure continuous privacy while you work Preferred Qualifications • Community Health Worker training and/or certificate or willingness to complete within one (1) year • Bachelor's degree in social work or related field • Familiarity with state Medicaid program guidelines • Experience engaging with Medicaid enrollees, including those with physical health and behavioral health needs and varied health literacy Additional information Work-At-Home Requirements: To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria: • At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested. • Satellite, cellular and microwave connection can be used only if approved by leadership. • Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. • Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job. • Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Interview Format: As part of our hiring process for this opportunity, we will be using exciting interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a first-round interview, you will receive an email correspondence inviting you to participate in a HireVue interview. In this interview, you will receive a set of interview questions you may answer via by phone or computer, and you will provide recorded or text message responses to each question. Some of the questions may require longer responses and using a computer vs phone to type responses may work best. You should anticipate this interview to take about 15-20 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews. Why Humana? Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security-both today and in the future, including: Health benefits effective day 1 Paid time off, holidays, volunteer time and jury duty pay Recognition pay 401(k) retirement savings plan with employer match Tuition assistance Scholarships for eligible dependents Parental and caregiver leave Employee charity matching program Network Resource Groups (NRGs) Career development opportunities TB Statement: This role is considered patient facing and is part of Humana's Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB. Driving Statement: This role is part of our company's driver safety program and therefore requires an individual to have a valid state driver's license and are expected to maintain personal vehicle liability insurance. Individual must carry vehicle insurance in accordance with their residing state minimum required limits, or $25,000 bodily injury per person/$25,000 bodily injury per event /$10,000 for property damage or whichever is higher. Medicaid Mileage Reimbursement: We provide mileage reimbursement for work-related travel. Eligible mileage includes: • Travel from your home to your first work location of the day. • Travel between client or assignment locations during the workday. • Travel from your final work location back to your home. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Scheduled Weekly Hours 40 Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $41,900 - $56,600 per year Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. About us About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Customer Service Keynote/Guest Speaker | Marketing And SERVQUAL Customer Service

ProSidian Consulting · Lewisburg, TN

Customer Service Keynote/Guest Speaker | Marketing And SERVQUAL Customer Service [ESC1Q152] ProSidian seeks a Customer Service Keynote/Guest Speaker | Marketing And SERVQUAL Customer Service [ESC1Q152] for Speakers Bureau (Keynote/Guest Speaker) on a Exempt 1099 Contract: No Overtime PayBasis Contract Contingent generally located across the CONUS - Texas (Remote W/ Travel or Virtual) Across The South Central Region supporting an education-centered state organization that targets outcomes via leadership, instruction, training, and diverse, transparent, partnership-driven procurement practices. We seek Customer Service Speakers Bureau (Keynote/Guest) Speaker candidates with relevant Education, And Academia Sector Experience (functional and technical area expertise also ideal) to support professional services engagement for Education, And Academia Sector Clients such asESC1. This as a Contract Contingent or Contract W-2 (IRS-1099) Marketing And SERVQUAL Customer Service Functional Area / Swim Lane / Category Discipline Professional - Speakers Bureau (Keynote/Guest Speaker) Position; however, ProSidian reserves the right to convert to a Full-Time ProSidian employed W-2 Position. Job Overview Provide services and support as a Customer Service Keynote/Guest Speaker [Speakers Bureau (Keynote/Guest Speaker)] in the Education, And Academia Industry Sector focussing on Human Capital Solutions for clients such as Texas Education Agency (TEA) | Region One Education Service Center (ESC1) Generally Located In CONUS - Texas (Remote W/ Travel or Virtual) and across the South Central Region (Of Country/World). ProSidian Speakers Bureau delivers expert-led, purpose-driven keynote and guest speaking engagements that align strategic messaging with event objectives—empowering audiences through impactful communication by industry leaders, subject matter experts, and thought influencers across conferences, academic forums, corporate summits, and community events. Marketing And SERVQUAL Customer Service Category Speakers Provides targeted content and insights tailored to Customer Service / Customer Loyalty Topic Areas while collaborating with a Speakers Bureau (Keynote/Guest) as part of a General/Other Functional Area / Swim Lane / Category Discipline/Category with the objective(s) of engaging audiences through expert knowledge, real-world experience, or motivational storytelling. Delivers value by educating, inspiring, and energizing event participants. Often aligned with the event theme or goals to reinforce key messages. Customer Service / Customer Loyalty speakers specialize in delivering compelling insights, stories, or strategies within their area of expertise. They engage audiences through education, motivation, and actionable guidance rooted in their field. Responsibilities and Duties - Customer Service Keynote/Guest Speaker | Marketing And SERVQUAL Customer Service [ESC1Q152] Deliver impactful, purpose-driven customer service speaker sessions that engage, inform, and inspire diverse audiences. Customer service involves creating positive, solution-oriented experiences for clients and end-users across industries. It includes communication, empathy, responsiveness, and systems that build loyalty and satisfaction. Speakers address service excellence, team training, and customer-centric business strategies. Design and deliver presentations, customize content, engage with audience Q&A, and represent core themes aligned with customer service subject matter topics and themes. The role(s) are located in the South Central Region is at or near CONUS - Texas (Remote W/ Travel or Virtual). Initially identified Work Site Address (Subject to Change or Working Remotely): 1801 9th Ave N, Texas City, TX 77592 Qualifications Desired Qualifications For Customer Service Keynote/Guest Speaker | Marketing And SERVQUAL Customer Service [ESC1Q152] (ESC1Q152) Candidates: Recognized subject matter expertise, excellent communication, and proven engagement outcomes. Bachelor's degree minimum; advanced degree preferred depending on topic area. 5–10 years of relevant speaking, industry, or subject experience. Skills Required Primarily focused on Professional and Management Development Training initiatives and aligned with Speakers Bureau (Keynote/Guest Speaker) activities Marketing And SERVQUAL Customer Service Functional Area Activities. Public speaking, storytelling, audience engagement, adaptability. Competencies Required Emotional intelligence, strategic communication, cultural competence. Ancillary Details of the Roles Contribute to speaker bureau knowledge base and mentoring junior speakers. Collaborate with event teams to align messaging and logistics for optimal audience impact. Other Details Availability for in-person and virtual events, flexibility in schedule, alignment with client objectives. Additional Information Core Competencies * Teamwork – ability to foster teamwork collaboratively as a participant, and effectively as a team leader * Leadership – ability to guide and lead colleagues on projects and initiatives * Business Acumen – understanding and insight into how organizations perform, including business processes, data, systems, and people * Communication – ability to effectively communicate to stakeholders of all levels orally and in writing * Motivation – persistent in pursuit of quality and optimal client and company solutions * Agility – ability to quickly understand and transition between different projects, concepts, initiatives, or work streams * Judgment – exercises prudence and insight in decision-making process while mindful of other stakeholders and long-term ramifications * Organization – ability to manage projects and activity, and prioritize tasks Other Requirements * Business Tools – understanding and proficiency with business tools and technology, including Microsoft Office. The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary * Commitment - to work with smart, interesting people with diverse backgrounds to solve the biggest challenges across private, public and social sectors * Curiosity – the ideal candidate exhibits an inquisitive nature and the ability to question the status quo among a community of people they enjoy and teams that work well together * Humility – exhibits grace in success and failure while doing meaningful work where skills have impact and make a difference * Willingness - to constantly learn, share, and grow and to view the world as their classroom Benefits and Highlights At ProSidian, we invest in our employees to help them stay healthy and achieve work-life balance. Our team members receive a comprehensive benefits package that includes Competitive Compensation, Group Health Insurance Health Benefits, 401(k) Retirement Savings Plan Contributions, Vacation and Paid Time off (PTO) Benefits, Pre-Tax Payment Programs, Purchasing Discounts & Savings Plans, a ProSidian Employee & Contractor Referral Bonus Program, Performance Incentives, etc. Our comprehensive benefits package includes a medical, dental and vision plan. Our growing list of benefits currently include the following: Competitive Compensation: Pay range begins in the competitive ranges with full Gold Level (Tier 1) Group Medical Benefits, Pretax Employee Benefit Plan, plus performance incentives Group Health Insurance Health Benefits: Group Health Insurance Including Medical, Dental And Vision Insurance: Contributions are deducted from pay on a Pretax basis - Employee and family coverage is available with employer contribution of 50% of Employee (only) premiums under the Health and Vision Plan through Blue Cross Blue Shield NC (Blue Options Medical Plan Code: PB07840 / Metallic Level: Gold - - bcbsnc.com‎) and Dental Plan (Ameritas - www.ameritas.com). 401(k) Retirement Savings Plan: 401(k) Retirement Savings Plans help you save for your retirement. Eligible employees can make before-tax contributions to the 401(k) Retirement Savings Plan to help you save for retirement. Contributions are deducted from pay on a pretax basis the employee can contribute up to $18k. A wide range of investment options are available with a personal financial planner available to assist you. Immediate 100% vesting of both your contribution and the ProSidian matching contribution. The Plan is a Safe Harbor 401(k) Retirement Savings Plan. ProSidian Consulting participates in a Basic Match: 4% of pay for participants who defer at least 5% of their pay. Vacation And Paid Time Off (PTO) Benefits: The flexibility of Paid Time Off (PTO) lets you set your own priorities. Eligible employees use PTO for vacation, a parent-teacher conference, a doctor's appointment, or any number of events in your life. Currently these benefits include Vacation/Sick days – 2 weeks | Holidays - 10 Federal Government. Pre-Tax Payment Programs: Pre-Tax Payment Programs currently exist in the form of a Premium Only Plan (POP). These Plans offer a full Flexible Spending Account (FSA) Plan and a tax benefit for eligible employees. Purchasing Discounts &